Non-Emergency Patient Transport Experience

Download (PDF 583KB)

Summary of report content

In October 2018, the East of England Ambulance Trust (EEAST) took over the delivery of the Non-Emergency Patient Transport Service (NEPTS) within Hertfordshire. Since then, we have heard less from Hertfordshire residents about their experience of NEPTS. In light of this Healthwatch Hertfordshire created an exploratory survey to understand if experiences and/or views had got better, as well as if experiences have changed over the past year since the new provider took over.  They received 25 responses.

Overall respondents impressed the importance and value of the service and placed a particular emphasis upon the “excellent” care and attitudes provided by the staff. Where people had less positive experiences, this more frequently involved lateness of the vehicle when picking them up for, and from their appointments – sometimes resulting in missed appointments and delays in receiving care.

Would you like to look at:

General details

Report title 
Non-Emergency Patient Transport Experience
Local Healthwatch 
Healthwatch Hertfordshire
Date of publication 
Thursday, 29 April, 2021
Key themes 
Communication between staff and patients
Information providing
Quality of patient transport
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Other services 
Patient transport
Non-emergency ambulance service

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.